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Cartel Coins not in account

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CaptianFordo's Avatar


CaptianFordo
06.13.2018 , 09:33 AM | #161
It's good to finally see some representation from mods on this hot topic. I really hope my CC's will be granted to me before the week has ended. Bright side is, at least I have some CC to use from my subscription and plan to unlock a mount through my legacy unlocks now...
Satele Shan
Jekk(70) Haythom(70) Terr'wynn(70) Thaddrix(70) Zuvro(70)

Boracis's Avatar


Boracis
06.13.2018 , 09:36 AM | #162
Quote: Originally Posted by TUXs View Post
Thanks for the updates Keith - it's just nice to know it's being worked on. Updates like these are a great way to reassure us.
Really??? Still no mention as to what caused this "issue", no mention as to any type of compensation for those who had been affected. Sorry this time there should be. I will lay money on it that there will be MORE people NOT receiving them after update than people who did and from what I can find NO ONE here or in game so far has received anything. Ergo: Im sorry guys we still need time to fix it we till have issues"...... would love to be wrong but sorry past issues dictates the worst at this point. Sorry my patients has officially run out on ALL LEVELS!!!
Slinkies and stupid people are both useless and boring. But both still bring a smile to your face when you push them down the stairs!!

Joonbeams's Avatar


Joonbeams
06.13.2018 , 09:52 AM | #163
Quote: Originally Posted by Andryah View Post

...

What exactly do you expect from them.... guesses about when it gets fixed and how? Or maybe wait until they actually have a fix to drive the missing CCs from wherever they are lost and directly into customer accounts and can actually announce the solution.

I totally get the frustrations... and people wanting to know all the nitty gritty details.. but in reality.. all we as players need to know is when it will be fixed, and how.. and until they actually deploy whatever programmatic fix in the backend to address this.. I can understand why they do not provide more specifics in this regard beyond "we are actively working on a solution".

They have acknowledged the issue, have stated they are working on a resolution for players, and most recently have confirmed they do not yet have a commit date on the resolution...which any sane person would conclude to mean they are still working on a fix that will push all those missing coins to their rightful owners. I imagine this one is a bit more complicated than the usual in game bugs/issues which are fairly easily patched by the developers in most cases and/or resolved directly via a CS ticket.

You want them to just make up ETAs, and then fail at those estimates? That would in reality just aggravate players even more. I personally only want to see a fix announced when they actually have one that is tested and debugged and will work.

Note: I am not defending the studio here. It is unacceptable that this sort of problem even happened. In a perfect world it would never happen. But we live in an imperfect world, with imperfect systems and software.. so I also understand that sometimes #$%^ happens and remedies must be explored and deployed to make the customers whole. That can and does take time in most cases.
I think it may be because youíve played MMOs for a long time and maybe have become accustomed to a certain level of service in that industry. But it ANY other business, you canít tell people: 1) we got your money, 2) we canít yet give you what you paid for, 3) we donít know when we can give it to you, and 4) we canít issue you a refund ó you simply cannot do that and expect people to just chill and be quiet. Again, maybe in MMOs, this is okay. But this is horrible business practice otherwise.

What could they have done (assuming a fix wasnít imminent)? They could have issued refunds to those who want them. Look, absolutely NO ONE wants to hear sob stories from billion dollar companies about how ďhardĒ this is to do piecemeal. Sorry, thatís on the company, not the consumer. The company needs to eat the costs of that pain - not the consumer giving the company an interest-free cash advance. At the very least, they could give more feedback on progress toward the fix - Eric said they would provide that.

Note, I actually donít have an issue with the bug itself - happens. I canít think of any release Iíve ever been a part of that didnít have bugs. You address it and work your tails off to fix. But the poor customer service script and ignoring of the issue? No, thatís not good enough.

In the end, Keith did what I expected them to do - he piped up with communication. Note, the issue still wasnít fully resolved but still, itís shows basic respect for the customer base (which Iím assuming you donít feel is owed) and it DOES help dampen frustrations as you can see below;

Quote: Originally Posted by TUXs View Post
Thanks for the updates Keith - it's just nice to know it's being worked on. Updates like these are a great way to reassure us.
This is also how I feel. Thanks for the updates and reassurance!

TUXs's Avatar


TUXs
06.13.2018 , 10:07 AM | #164
Quote: Originally Posted by Boracis View Post
Really??? Still no mention as to what caused this "issue", no mention as to any type of compensation for those who had been affected. Sorry this time there should be. I will lay money on it that there will be MORE people NOT receiving them after update than people who did and from what I can find NO ONE here or in game so far has received anything. Ergo: Im sorry guys we still need time to fix it we till have issues"...... would love to be wrong but sorry past issues dictates the worst at this point. Sorry my patients has officially run out on ALL LEVELS!!!
Who cares what "caused" it? It happened...it sucks for everyone impacted by it - you and them. They're working to resolve it and Keith was very open about it today and yesterday. I'm not suggesting you should be happy if you were impacted by it...but you should pleased that it's almost resolved and that they care enough to not leave you in the dark about it...this is more communication than we usually get.
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Andryah's Avatar


Andryah
06.13.2018 , 11:07 AM | #165
Quote: Originally Posted by Boracis View Post
Really??? Still no mention as to what caused this "issue", no mention as to any type of compensation for those who had been affected. Sorry this time there should be. I will lay money on it that there will be MORE people NOT receiving them after update than people who did and from what I can find NO ONE here or in game so far has received anything. Ergo: Im sorry guys we still need time to fix it we till have issues"...... would love to be wrong but sorry past issues dictates the worst at this point. Sorry my patients has officially run out on ALL LEVELS!!!
Why does it matter so much to you?

All that matters is did you receive the coins you purchased, after Keith announced a resolution, or not. Period, full stop.

I get that some people want to crawl around inside the studios shorts on everything.. but we as players have absolutely no right to said demands of visibility. Players do have a right to have the problem resolved though.. and clearly that appears to now be the case.
Current use of smartphones and computers have already become such a part of who we are to which he sees them as an extension of everyday life that makes us ďcyborgs. Further, AI is a serious potential risk to the future of humanity.
- Elon Musk

Andryah's Avatar


Andryah
06.13.2018 , 11:14 AM | #166
Quote: Originally Posted by Joonbeams View Post
I think it may be because youíve played MMOs for a long time and maybe have become accustomed to a certain level of service in that industry. But it ANY other business, you canít tell people: 1) we got your money, 2) we canít yet give you what you paid for, 3) we donít know when we can give it to you, and 4) we canít issue you a refund ó you simply cannot do that and expect people to just chill and be quiet. Again, maybe in MMOs, this is okay. But this is horrible business practice otherwise.
My experience and perspective spans much wider than just MMOs.

FACT: any business can have a serious glitch in one of their merchant transaction systems that suddenly negatively impacts many thousands of customers. In such cases, there is actually no way to meet every impacted parties personal wants/needs in terms of communications. In fact.. communications are handled more globally, and with more reserve in terms of making any commitments in advance of resolution.

A few years ago, I had an issue where suddenly both of my credit cards associated with a particular large bank corporation were suddenly being declined.. everywhere... for more than 48 hours. All I, or any other consumer could get in the form of a response was that they were aware of the issue, that it was affecting many customers, and that they were working to resolve it. One it was resolved, I received direct communications from the bank that both of my cards issues were resolved, and that if I had any further issues.. to please contact customer support. Effectively no different than how communications about this issue were resolved here. I certainly was not pleased to have a couple of dead credit cards for a few days... but I did understand it was a wide ranging issue for many customers.. and as such needed to be handled differently (at all levels, including communications) than if I was one customer with one problem working directly with customer support to resolve the issue.

Now.. in a case where it was a glitch or error that only affected one, or a few customers.. then yes.. your expressed expectations and disappointments are absolutely correct and appropriate in my view. But that was simply not the case here.. and as such I disagree with your consumer idealistic assault on the studio over how this was handled.

TL;DR: not all merchant errors are simple and affect only one or a few people.. and as such they get communicated and handled differently when they affect many thousands.
Current use of smartphones and computers have already become such a part of who we are to which he sees them as an extension of everyday life that makes us ďcyborgs. Further, AI is a serious potential risk to the future of humanity.
- Elon Musk

DarkZeroBane's Avatar


DarkZeroBane
06.13.2018 , 11:26 AM | #167
It's 1:26 pm and still nothing for me in the way of the coins appear. I'll wait till about 8 pm my time as I think they go off west coast time not east coast. 5 pm should be a fairly good time frame to gauge if I'll have to wait another day.

Boracis's Avatar


Boracis
06.13.2018 , 11:29 AM | #168
Quote: Originally Posted by Andryah View Post
Why does it matter so much to you?

All that matters is did you receive the coins you purchased, after Keith announced a resolution, or not. Period, full stop.

I get that some people want to crawl around inside the studios shorts on everything.. but we as players have absolutely no right to said demands of visibility. Players do have a right to have the problem resolved though.. and clearly that appears to now be the case.
No i still have not received my coins. 10,500 cc . And to add more to the problem I just got off the phone with a lady from CS and i really hope she just isent up to speed but she says there is still a problem and as of yet no one has yet received cc owed. Now tell me again what does it matter to me ??
Slinkies and stupid people are both useless and boring. But both still bring a smile to your face when you push them down the stairs!!

Andryah's Avatar


Andryah
06.13.2018 , 11:34 AM | #169
Quote: Originally Posted by Boracis View Post
No i still have not received my coins. 10,500 cc . And to add more to the problem I just got off the phone with a lady from CS and i really hope she just isent up to speed but she says there is still a problem and as of yet no one has yet received cc owed. Now tell me again what does it matter to me ??
Again.... Why (cause) DOES NOT matter. What.. you think you are in a position to step and somehow fix the problem?

Resolution of your purchase and receipt of coins DOES matter.

And per Keith's multiple posts here today .. this is in process.. and personally, I would expect some delays as the servers come back on line and things settle out between the various systems (just like many things in SWTOR. I'm positive that if the issue continues to linger.. they will address it. There is absolutely zero evidence that they are just ignoring customers here.

You appear to have some really skewed up perspectives on "boundaries" between you and a merchant.
Current use of smartphones and computers have already become such a part of who we are to which he sees them as an extension of everyday life that makes us ďcyborgs. Further, AI is a serious potential risk to the future of humanity.
- Elon Musk

Szirrakas's Avatar


Szirrakas
06.13.2018 , 11:43 AM | #170
I subsribed 45 mins ago still my status is preferred in the game but im subscribed in the site.
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